Indian Journal of Public Health Research & Development

BPJS Kesehatan has had a large coverage in short period of time. The rapid expansion of health insurance coverage has created demand which cannot be met by current healthcare system and will disrupt the delivery service¹. The disruption of service, as a consequence, will influence the satisfaction. Patient satisfaction evaluation is important because it is not only as an important indicator to evaluate the achievement of the program but also it is important to improve treatment outcome. At present there is limited report on patients’ satisfaction to BPJS Kesehatan provider. This study is aiming to find out the satisfaction level of BPJS Kesehatan in Indonesia after 3 years of program implementation.

This study using questionnaires as survey instruments. Aiming to BPJS Kesehatan midair that pays monthly payment insurance in six hospitals in five big cities in Indonesia. Three hundred and twenty-eight questionnaires are eligible to be analyzed. Decsriptive analyzed is done to evaluate the satisfaction rate. The result of the study shows that patients are satisfy with the interaction, support and services provided by BPJS Kesehatan patients, which is ninety-four per cent satisfaction. This study result is different with the pervious study which shows lower satisfaction rate. The explanation is that in this study majority of respondents come from private hospitals which known to have better service compares to public hospitals. To confirm the result of the study, further study which involved more balance public and private hospitals and big cities and small cities should be done to compare the satisfaction rate from each type of hospitals and cities. Further study to identify which variable of satisfactions are more influencing is also needed to identify are of improvement of BPJS Kesehatan services.